The Mattress Factory — Attraction in Deptford Township

BUYER BEWARE!! Looking for a new mattress, I went to several mattress stores including The Mattress Factory (TMF). The TMF salesman raved about the "Therapedic" brand and specifically pointed out that this particular mattress had a reinforced edge. Being a big guy, I liked this feature. He also advised this mattress should be rotated at least once a month, but I knew that rotating newer innerspring mattress are usually recommended 1-2 times per year, not every month. However, after 2 visits, I bought the mattress; Big mistake. While completing the sale, the salesman advised there was a $69 delivery fee to be paid to the delivery staff in “CASH” upon delivery. I thought it strange to have to pay the drivers a “cash” delivery fee as delivery fees are normally, for most stores, included in the initial sale paperwork. Even though my “spidey-sence” was activated, I went along, purchased the mattress and paid the “cash” fee to the delivery driver.

Within a few weeks, the edge of the mattress was collapsing to the point that during the night, I started rolling off the bed due to the angle of the collapse. As I was afraid of winding up on the floor or hitting my head on the end table, I rotated the mattress, which is a big task for a handicapped person, but the same thing happened to the other side. I went to the store and spoke with a man, named “Mark.” Before I had the chance to finish my explanation, he informed me that if I thought it was defective, I had to go online, fill out a form and pay a $69 fee with a credit card. Then someone would come out, inspect the mattress, and “if” they found it to be defective, then they would work with me about rectifying the issue. If they didn’t agree, then I just wasted another $69. He also asked if I had used a mattress cover, which I had. He handed me his card, said he was a vice-president, and that was that. I left the store knowing that this issue would never be rectified, especially since having to pay $69 for someone to look at this mattress was ludicrous. Now I can’t tell anyone to NOT shop somewhere, just use caution and look at all the facts. However, I would never shop at TMF again, nor recommend them. BUYER BEWARE!

Addendum: It's ironic that Mr. Leotta responded to this post with a cut and paste answer (the same as on other low rated comments), as he was the person in the store who dismissed me and my concerns and just said to go online and pay the $69 fee and only then would someone would look at the mattress. I had the mattress less than a month and it started collapsing on the edge. Being a Vice-President in a company is JUST a title unless you value your customers and effectively understand and address their concerns over defective inferior products. As I said, I will never recommend TMF to anyone. If you're looking for a mattress, steer clear of TMF. There's an old saying "Take care of your customers, because if you don't,...

UPDATE: The customer service representative JACK answers the phone when trying to put a complaint in. I ask “I’m not sure who I need to be transferred to, to put a complaint in” and he goes “well how can I help you” so I start explaining the issue I had. Jack cuts me off mid explanation and goes “do you want to leave your name and number down then?” I said “ for what” and he said “so customer service can call you back?” IM SORRY I THOUGHT YOU WERE CUSTOMER SERVICE SINCE I ASKED I DIDNT KNOW WHO I WAS SUPPOSED TO BE TRANSFERRED TOO! And no one has called me back. I have now lost complete respect for this “family owned business”.

To the gentleman who told me to “come back when your husband is here” sorry I took my business to mattress firm. I walk into mattress factory and not greeted by anyone. There was absolutely no one in the store. I casually started to look at mattresses, then a gentleman appeared in a green shirt. We said our hellos and I let him know I am looking to either buy or finance a mattress since mine is super old and I needed better support. Everything was going fine until I told him my price range. He even decided to chime in and tell me he doesn’t work on commission… I guess as a way I didn’t feel like I was being taken advantage of. But Once I told him how much my husband and I had to spend it was like I spit on him. All of a sudden it was “well you should just come back when he’s here with you”(indicating my husband). I was so taken back… I tried to understand his reasoning. And his reasoning was because “since you don’t have much to spend it’s going to be a hassle to make sure you both like what I have, and the inventory is low. It’s a small corner in that price range”. I was truly appalled. It was like I became scum on the bottom of his shoe. I tried to let him know the reason I came alone is because I’m the sole person who needs the bed support but He wanted nothing to do with me. AN EMPTY MATTRESS STORE… wanted no business from me because my husband wasn’t here. Didn’t even bother showing me any mattresses… What should of happened (EVEN IF YOU DIDNT HAVE THAT MUCH IN STOCK) he should of heard the amount given processed what he could find in that range, pulled me to the section to feel the mattresses and then been honest about it would probably be easier if your husband was here since there is so little selection… maybe they can’t be returned. Maybe they really sucked. I DONT KNOW, didn’t even get that far before being booted to the door. So I left. I will never try mattress factory again. I will never tell anyone to try them. I will absolutely always go to MATTRESS FIRM. And by the way, since mattress firm was so accommodating I ended up spending 4300 on a mattress and bed...

Could not be happier! This is my second purchase from them. I am not fond of "sales people" but Mark has to be one of my top favorite and I only have a few favorites in my life. He helped my daughter get the perfect mattress years ago. She still has it to this day in her guest room now. Unfortunately on a whim with a back injury years ago I stopped at a competitors place for myself because it was on my way home and was smoked. I won't say any more about that except that after being able to actually get in the bed it was way past the point of return and I suffered for several years trying to make it work. Last month my daughter took me shopping for a birthday gift and we met Dwight - I had an idea in mind of what I wanted and Dwight explained and showed me thee most absolutely perfect bed for a side sleeper... The Wellness Quilt Hybrid Cloud Ultra Plush Pillow Top. Wow! I wake up pain free! No hip pain, back pain, shoulder pain - no pain. In fact I almost overslept the first two days because I was getting some much needed comfortable rest lol. On the weekends I do not get out of bed because I can't take laying there uncomfortable any longer - I dream-fully sleep in :) Also, I opted for the box spring as I am a box spring person and ordered the low profile one and a very short - maybe 3" high frame from Amazon. Now when I sit on the edge of the bed my feet actually touch the floor but it is not too low - I'll say 14" mattress, 5" box spring and 3" frame - So that's a good height for me 22". If you are undecided as to where to go - I highly recommend this store. We will be back for a third visit within the year so my I can buy my daughter a new bed as she misses her old bed so much that we purchased here but it was a double and she is using a queen now. Thanks Mark and Dwight! Dwight has to be added to my favorite list as there is no pressure when you go - there is help if you want it. The delivery was seamless as well,...